Good Communication

Good communication means more than talking to a client.  Communicating well helps you provide quality care and makes your job easier.  Good communication means:

• Watching the client’s body language carefully to see what his or her actions and gestures may be telling you.
• Listening carefully to any comments from the client.

 Good communication helps:

• Get you the information you need to do your job.
• Things go smoothly with a client and other care team members.
• Keep things calmer in stressful situations.
• Others view you as a professional.

First impressions

You only have a few seconds to make a good first impression on clients, and the client’s family members, friends or guardians. First impressions are based on your:

• Appearance.

Meeting a client for the first time Review the client’s care plan before you meet if possible.  Does the client have any communication challenges such as difficulty hearing or speaking? Plan ahead on how best to work with any challenges. Introduce yourself and explain why you are there. Ask the client what name he or she would prefer you use.  You never get a second chance to make a good first impression

• Body language.
• Behavior.
• Clothing.

When meeting a client or his or her family, friends, or guardian for the first time, pay attention to the following areas. 

• Stop what you are doing and give the other person your full attention.
• A warm and genuine smile makes you and the other person more comfortable and at ease.
• Stand tall, make eye contact, turn your body towards the person, and greet with a firm handshake (if appropriate for the other person’s culture).
• Introduce yourself and what you do. For example, “Good morning.  My name is Sandy Cove and I am one of your father’s caregivers.”

Good listening takes effort Give a client 100% of your attention. Don’t try to listen while doing something else. Face a client and lean forward slightly. This gives good eye contact and shows interest. Good listening means…focus on a client while listening.

Use the person’s name several times in the conversation.  This will show you paid attention from the start.

Listen

Another part of good communication is to listen!  Good listening:

• Helps build trust with a client.
• Encourages honest sharing of thoughts and feelings.
• Makes sure you accurately hear what the other person says.

Good listening also gives a client time to find the right words.

• Encourage the client to continue by saying “I see,”  “Tell me more,” or “Um-hmm,” or by nodding your head.
• Ask questions and get more information when you are unclear.
• Do not jump in with your ideas or advice ­ wait until you’re asked.
• Be willing to listen to things a client needs to say ­ don’t avoid a subject because you’re not comfortable with it.

Body Language

Your actions, how you hold your body, and your facial expressions are all nonverbal communication ­ or body language. 

Be aware of what your body language is telling a client.

• A cheerful expression and pleasant tone of voice show a positive attitude.
• Standing still and making direct eye contact shows you are paying attention.
• Good posture with arms relaxed shows you are approachable and confident.
• Always make sure your body language matches what you are saying with your words.  

Nonverbal communication is powerful.

A client’s body language

A client’s body language may tell you more about how he or she feels than what he or she says. Watch for non-verbal signs that help you better understand what is happening with a client.

For example, here are some non-verbal signs of a client being in pain: 

• A tight or tense body.
• Rocking back and forth.
• Constantly touching a place on his or her body that is in pain.
• A facial grimace or troubled eyes.

By being observant of these non-verbal signs of pain, you can:

• Talk to a client about things you can do to make him or her more comfortable.
• Be more careful when performing personal care tasks.
• Stay alert to the possibility of a growing problem.

Watch for words and body language that do not match.  In most cases, the body will tell you what is really happening.

For example, if a client says “I’m fine” but her body language tells you she is in pain, the chances are she is not “fine” but is unable or uncomfortable talking about what she is feeling.

Business Communication

There are times when you need to talk with your supervisor or other managers when you have concerns, questions, problems with a co-worker, your schedule, etc. It is your responsibility to act professionally and resolve issues before things get out of hand.

Don’t delay or hide problems: Give your supervisor time to help or plan for what is needed.

Be positive. A positive attitude helps everyone who works with you, including your boss. Communicate with questions or suggestions, rather than complaints.

Ask for what you need.  It’s easy to complain without taking action.  Describe the situation or request objectively and clearly ask for what you want.

Stay calm.  If something has you angry or upset, wait until you have some control over your emotions before approaching your boss.

Be professional when talking with your supervisor

 

Talking on the phone at work

Answering the phone at work requires good business phone etiquette.  

• Take a deep breath and focus on the call.
• Have a pen and paper handy.
• Smile as you pick up the phone. Smiling while you talk comes across in your voice.
• Use a tone that is helpful, natural, and respectful.
• Say the name of the facility and your full name. Ask, “How may I help you?”
• If you are answering the phone for a client, identify yourself and for whom you are answering the phone. For example say, “Hello.  This is Mary.  I am answering the phone for Susan Smith.  May I help you?” 

Emergency Communication

It is your responsibility to know to whom and how you are to communicate with others in the building/home during an emergency and where the policies and procedures are documented.  

See the safety training for more information on disaster planning. 

 

Communicating with care team members

LTC workers often spend more time with a client than other care team members.  You are a valuable source of information regarding a client’s day-to-day health and well-being. 

Communicating well with other care team members is an essential part of your job.